9. Have you lost customers? Why? Could you be spending less on advertising? Do loyal customers recommend you ? Are you earning more customers? Are your customers staying? Could they be buying more?
10. The only way To know? Assess! Surveys Focus groups Customer communities
11. It’s important to know, but to really win, you must… Go Beyond STATisfaction
12. Act on what you learn! Close the loop on open customer issues Determine how many customers are: Critics Passives Fans Angry or punitive. They are a “real drag” on your business growth. They are neutral and add no value Create value for you! They put the “buzz” in your business!
13. Ican help you target each group with a specific strategy! Add real value by expanding word of mouth! We’ll show you how! FANS PASSIVES CRITICS
14. A highly customized Customer Experience Strategywill help you Convert merelySTATisfiedcustomers into cheerleaders Hold the line on costlyincentives, coupons and giveaways by increasing word of mouth Continuously keep score so you know where you stand at all times Provide a plan of action for continuous improvement of your Customer Experience Train and develop team focus on Customer Loyalty goals We help you go from what? To WOW!
15. Starting with your customers, extending through your front-line The Experience Workshop will help you hit the customer loyalty target every time In a way that generates a real difference in your bottom line
